Customer Service Manager

Job Overview

The Customer Service Manager leads and develops the customer service function to ensure seamless order management, efficient resolution of customer concerns, and alignment with organizational goals. This role drives customer satisfaction, operational excellence, and serves as the key liaison between customers, internal teams, and senior leadership.

Job Responsibilities

People Management

• Recruit, train, and coach the team while fostering a positive, high-performance culture (MAS)
• Mentor staff in problem-solving, communication, and professional development

Customer Service

• Monitor daily activities of customer service operation to ensure high customer satisfaction while complying with Mars policy
• Ensure operations are carried out productively for sustainable operations
• Develop and manage efficient and effective order management system and process
• Oversee the acknowledge and resolution of customer feedback and concerns
• Represent customer service in Supply Management Reviews (SMR) and Pre-Alignment meetings, sharing insights and performance updates
• Monitor and resolve customer feedback, ensuring continuous improvement through Voice of the Customer (VoC) initiatives.
• Oversee customer service activities and provide guidance and lead the customer service team to achieve required service performance

Stakeholder Management

• Act as the primary contact between supply chain, demand teams, and external customers
• Collaborate with sales teams to strengthen customer relationships
• Lead and deploy Sales & Operation Execution (S&OE) to ensure the market is equipped with right information and knowledge on all customer-related matters, i.e. inventory status, incoming shipment, and action plan in case of out-of-stock situation

Project Management

• Lead and ensure successful implementation of key transformation projects related to Customer Service that are coming from Global, Region or Local initiatives

Key User Responsibility for ERP & Customer Service-Related Tools

• Acquire the best knowledge about business processes and supporting systems functionality of Royal Canin tools, i.e. 1 Navision, SA4, OMS, Interlake.
• Train business users (existing and new joiners) on business processes and supporting systems functionality
• Support business users by fixing issues or by escalating issues to regional or global support teams, IT or Business.
• Represent area of responsibility in x-functional workgroups with other KUs to ensure seamless integration across functions

Job Qualifications

• Graduate with a degree related to Business / Supply Chain Management / Engineering
• Good communication skills (both written & oral)
• Exposure in basic automation and any AI-powered digital assistant
• Experience in multinational consumer goods company (FMCG) environment is preferred
• Has experience managing a customer service team
• Experience in Customer Service for a minimum of 5 years
• Proven ability to impart technical expertise to customer advantage
• Experience in multinational consumer goods company (FMCG) environment is desirable •
• Experience working with customers on inquiries and projects
• Experience in Customer Facing Supply Chain is a plus